Which types of items are considered Configuration Items (CIs) in ServiceNow?

Configuration Items (CIs) in ServiceNow represent the components of an IT environment that need to be managed in order to deliver services. While different types of items can be categorized under CIs, servers and workstations are considered fundamental components in IT infrastructure.

Servers and workstations are critical for hosting applications, processing data, and facilitating user interaction within the IT landscape. They serve as the backbone of an organization’s IT service management and are typically involved in configuration management processes, making them essential to track and manage for assessments, audits, and maintenance tasks.

Other items, such as printers and scanners, while important, are often classified under peripheral devices and may not carry the same level of significance in core infrastructure management. On the other hand, items like licenses and facilities usually fall under different management processes, such as license management and facilities management, rather than core IT asset management. Consumables, which are items that are used up and not tracked as long-term assets, don't usually qualify as CIs because they aren't subject to the same level of configuration management as servers and workstations.

Therefore, focusing on the infrastructure that directly supports IT services helps clarify why servers and workstations are characterized as CIs within the framework of ServiceNow.